Customer Support Executive

2 weeks ago

bangalore, India Resource Algorithm Full time

Key ResponsibilitiesCustomer Support & Escalation Handling -Serve as the primary contact for customer escalations received through email and IVR channels.Manage and resolve queries related to lounge access, card validation, and other service-related concerns.Handle urgent or high-impact escalations promptly, ensuring resolution within agreed SLAs and TATs.Coordination & Stakeholder Communication -Providing support on Whatsapp groupsLiaise with partner lounges, banking partners, and internal operations/product teams for issue resolution.Ensure seamless communication flow between all stakeholders and track issues end-to-end until closure.Escalate recurring or critical issues proactively to ensure timely management intervention.Reporting & Documentation -Maintain accurate and up-to-date records of all customer interactions, complaints, and resolutions using CRM tools.Prepare daily, weekly, and monthly reports on escalation trends, turnaround times, and performance metrics.Support the management team with ad-hoc reporting and service analytics.BUDGET for the above profile: 6 LPA, and location is T3 terminal (Delhi)Shift- Rotational shift

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